642-242 Q&A / Study Guide / Testing Engine

QUESTION 1
The Cisco Unified Contact Center Enterprise can queue calls at different queue priorities.
In this sample script, at what priority will the call be queued?

A. Three (3) ?As set in the Queue Priority node.
B. Five (5) ?The default for the Queue to Skill Group node, unless it was set otherwise.
C. None, as queue priority only is used when more than one skill group is used in the Queue to Skill.
D. It depends, as each call hitting the script will reset the priority for all calls when the Queue Priority node is executed.

Answer: B

QUESTION 2
When configuring a Cisco Unified Communications Manager dial plan to allow for dialing 911 or
placing other emergency calls, where should Urgent Priority be checked off in?

A. route pattern
B. route list
C. route group
D. calling search space

Answer: A

QUESTION 3
When setting up the Cisco Unified IP IVR 4.1 (x) to communicate with Cisco Unifieci
Communications Manager, how do you configure the IP IVR to communicate with more than one
Cisco Unified Communications Manager server in the cluster?

A. On the JTAPI Provider Configuration web page, there are two fields to input the IP addresses or
host names of the Cisco Unified Communications Manager servers.
B. On the JTAPI Provider Configuration web page, you can enter only one Cisco Unified
Communications Manager server for the JTAPI provider.
C. On the JTAPI Provider Configuration web page, list the IP addresses or host names of the
Cisco Unified Communications Manager servers separated by a comma.
D. On the JTAPI Provider Configuration web page, enter the IP address or host name of the
publisher and when you synchronize the configuration, the IP IVR will automatically configure the
available Cisco Unified Communications Manager servers.

Answer: C

QUESTION 4
In the Cisco Unified Contact Center Enterprise solution, how are CTI route points and CTI ports
created in the Unified IP IVR 4.0(x)?

A. CTI route points and CTI ports are created and associated to the IP IVR user in Cisco Unified
Communications Manager Administration prior to configuring the CTI route points in the IP IVR in
the CRS Administration menu.
B. CTI route points and CTI ports are created from the CRS Administration menu. The CRS
Administration will automatically create and associate the CTI route points and CTI ports in Unified
Communications Manager.
C. CTI route points and CTI ports are created from the CRS Administration first and then the CTI
route points and CTI ports are associated to the correct user using Unified Communications
Manager Administration manually.
D. CTI route points and CTI ports can either be created from the CRS Administration menu or from
the Cisco Unified Communications Manager Administration as long as the CTI route points and
CTI ports are associated to the correct IP IVR user profile.

Answer: B

QUESTION 5
In a Cisco Unified ICM routing script, what is the best way to assign a sales call a higher priority in
the system?

A. At the beginning of the Sales routing script, use the Queue Priority node to set the priority of all calls hitting that script to 1.
B. In the Queue to Skill Group node, set the call priority to 1 for any Sales skill group queue nodes.
C. In the Queue to Skill Group node, set the call priority to 10 for any Sales skill group queue nodes.
D. Use a Queue Priority node for support and other non-sales calls with priority 1.